Welcome to Tesla Motors Club
Discuss Tesla's Model S, Model 3, Model X, Model Y, Cybertruck, Roadster and More.
Register

Disappointing Delivery Experience - AWD

moridin2002

Member
Mar 4, 2016
179
190
California
Had a disappointing delivery experience this past Friday. Originally scheduled delivery at the Rockin, CA service center on Friday, 9/21 at 2PM for VIN 883xx - red, AWD Model 3 with 19" wheels. First issue started the night before delivery. Was sent an email at 10:45PM with the subject line: 'Delivery Confirmation.' Glanced over it, and thought great, looks good. Arrived the next day at the Rocklin SC at 1:50PM and went to check in with my significant other. After the person that said they would check us in flat out ignoring us after he walked away, another nice Tesla employee came over and offered to check out what was going on. Turns out that they had changed the delivery appointment to Roseville, roughly 10 miles away. It was listed in the email they had sent as the delivery location late the night before. Roseville and Rocklin look somewhat similar at 11PM at night, particularly when you've seen Rocklin listed on the appointment for two weeks on your Tesla account.

So, we quickly made our way over to the Roseville location, roughly 30 minutes late. It turned out to be a business park of some kind with ZERO signage as to where we were supposed to go. Drove around until we saw some Model 3s and figured must be somewhere around there. My other half made her way to check in while I looked around for the car. One of the reps in the area got a call and ended up at my car after looking for the VIN for a bit. While they started the paperwork, the detailer pulled the car out and went about cleaning it up. She was working her ass off, but it was definitely less than an ideal situation for someone. Having to clean up a bunch of vehicles that have been sitting out in the sun all day, and no where to take other than under a small amount of tree shade 15 minutes before the car is supposed to be ready, is a nightmare. Having professionally detailed cars before, I completely understand how tough that must be. End result was a mostly clean car with some issues that we discovered later.

We were introduced to two people. The first person was very inexperienced - it was his second day on the job. The other was who I believed to be our Delivery Experience Specialist, but I think he went buy a nickname that was different from his printed name on the only email we received from him. He was the one that got us started on our paperwork. We definitely felt very rushed (partially a result of us being late), and there seemed to be a bit of a disconnect on knowledge about us submitting our final payment, checking our insurance, etc... Basically, "Oh, if you're good on your Tesla account, then you're all good." He wasn't going to check anything. I also couldn't get a clear answer out of him when the car was legally considered delivered. He kept side stepping the question.

After filling out the paperwork, my significant other and I wanted to take some time to look over the car and make sure everything was in order. We've seen and heard the stories on here. The delivery team's interest was simply to get us to sign the paperwork, give me a 5 min demo, and call it good. They also wanted to do the full delivery of the vehicle in the shade, which I understand may not have been to mask issues (which it would have), but we asked them to pull it in the sun in order to better inspect the paint. I initially found what I thought were a few issues with the front driver door alignment, to which I was told that "the vehicle meets the standards set by Tesla." It was the same line when I asked about the glass roof not being flush with the front windshield. Wasn't off by a lot, but enough that I noticed it relatively quickly. Was given the same line about the car meeting Tesla's quality inspections. Then, I found a few paint issues that looked like dust nib repairs that weren't properly cleaned up. Look like they were wet sanded without be buffed out. The delivery specialist agreed that this was an issue and finally brought out the due bill. He asked the detailer to come over and see what she could do. She was able to get it most of the way cleaned up, but they put a complete detail down on the due bill.

It was at this point that my significant other was in the car and making sure that the interior functions all worked. She turned on the A/C and let it run for a bit. Would not blow cold air. Delivery specialist said something about the AC being one of the quality control checks right before that. We were not given any options that mentioned vehicle refusal in all of this. We were told to call the Rocklin SC and make an appointment. He put it down on the due bill, handed us a copy, and basically told us, "Good luck". There was no offer to help us deal with any of it. So, we tried calling, and were forwarded to the central number. Tried from the car as well and there was a least a 30 minute wait. Our D.A. made no attempt to contact Rocklin and set anything up for the car to be taken care of. Other than the small issues that buffed out quickly, the paint looked good and almost everything else seemed pretty good. My S.O. and I made the decision to just take the car and go straight to Rocklin. The service people were super swamped, but very helpful and managed to get us a Model S loaner. We were told that the service personnel would not be able to look at the car until today, and we got a text stating that it was being looked at and to text back or call a certain number for updates. We tried texting later in the day and heard nothing back. I assume they haven't figured it out yet.

Why am I posting this? One, to let other people know of our experience, so they can be better prepared, particularly if they are scheduled to take delivery at the Rocklin, CA location. The other reason is to ask what people on here think is reasonable in terms of making this right on Tesla's end. Is that reasonable to ask of them? Something like free supercharging for at least a year. I'm thinking it really depends on how long the car spends being serviced and what the issue is, but what does everyone else think?

I'm quite disappointed in the whole experience, that we weren't able to take delivery of our brand new car, and that we essentially operated as a shuttle service to fix something that shouldn't have been an issue in the first place.

TL:DR: Messy delivery, car delivered with no AC, almost zero help from the delivery team on dealing with it, acted as a Tesla shuttle to take my car directly from delivery to service, and still don't have the car, nor know how long it will take to get it back.
 

ftlum

Member
Jul 31, 2010
119
91
At least you got a timely service appointment. I found a number of issues after going over the car a bit later and the best I could do was a service appointment next week.
 

moridin2002

Member
Mar 4, 2016
179
190
California
At least you got a timely service appointment. I found a number of issues after going over the car a bit later and the best I could do was a service appointment next week.

Agreed. Taking the car straight to the service center and dumping it off in front of the building definitely helped with that. But, from what I understand, functioning AC is vital to proper operation of the vehicle. No AC = no battery cooling.
 

S4WRXTTCS

Well-Known Member
May 3, 2015
5,622
6,394
Snohomish, WA
Please don't interpret this as victim blaming, but DON'T SIGN FOR A CAR BEFORE INSPECTING!!!!

Just don't do it.

Keep the power by keeping your money until you're ready to part with it Sure I know some service centers push people to sign first, but push back.

In the vast majority of delivery horror stories I've heard on here it's because people allowed themselves to get into a situation where they didn't have the power to walk away. Sometimes that's unavoidable, but Tesla will continue to pull crap like this if we the customers don't push back. Sure I want the company to be successful, but not by abusing the customers.
 
  • Love
Reactions: neroden and rlb4

moridin2002

Member
Mar 4, 2016
179
190
California
Wow, that sounds bad. I am picking up mine this Friday from Rocklin.... So your account actually said Roseville as the location?

Our account showed Rocklin all the way up until sometime the morning of. That's also why we didn't even look closer at the email. At some point between when we checked the Tesla account Friday morning and when we arrived at the Rocklin location, the Rocklin delivery appointment was removed from our account. The whole thing. Had been turned into "Expected delivery September '18 to November '18. Never was Roseville listed anywhere on our Tesla account.
 

moridin2002

Member
Mar 4, 2016
179
190
California
Please don't interpret this as victim blaming, but DON'T SIGN FOR A CAR BEFORE INSPECTING!!!!

Just don't do it.

Keep the power by keeping your money until you're ready to part with it Sure I know some service centers push people to sign first, but push back.

In the vast majority of delivery horror stories I've heard on here it's because people allowed themselves to get into a situation where they didn't have the power to walk away. Sometimes that's unavoidable, but Tesla will continue to pull crap like this if we the customers don't push back. Sure I want the company to be successful, but not by abusing the customers.

Understood and agreed. The whole rushing around thing made it tough to keep my head on straight. Also had our 65lb dog with us, because he was freaking out at home from the jets in the Mather air show. I'm still unsure Tesla, at the location we took delivery at, nefariously setup the process to get us pushed through on something we would not be comfortable with, or if its merely a result of trying to streamline the process to get customers in their vehicles quickly and on the road.
 
Last edited:
  • Love
Reactions: neroden

Canikony

Member
Apr 4, 2018
183
98
California
Our account showed Rocklin all the way up until sometime the morning of. That's also why we didn't even look closer at the email. At some point between when we checked the Tesla account Friday morning and when we arrived at the Rocklin location, the Rocklin delivery appointment was removed from our account. The whole thing. Had been turned into "Expected delivery September '18 to November '18. Never was Roseville listed anywhere on our Tesla account.

So the Email did say Roseville though? I mean, I would probably be in the same boat as you.. I don't really read the email and go based off what the site says..
 

Pied

Member
Jul 14, 2018
253
168
Bay Area, CA
I find the site does not update quickly or update at all. I had an appointment scheduled 2 weeks ago and it finally showed up on my account 2 days ago.

I also had to update my insurance policy expiration date. I updated with the DSA in an email and he confirmed it's updated and it's been sent to create the MVPA. Nothing in the website has been updated in regards to my insurance policy on the website. At least I have an email trail that everything is moving forward.
 

lodenthal

Member
Aug 13, 2012
116
6
You post is indicative of the delivery hell that Tesla is in right now. There are simply not enough of them to go around to get these cars out and do a quality job on all of htem. Since I've owned several Tesla's in the last 6 years and had a crazy delivery experience with our Model x in 2016 (end of quarter crunch), I can tell you that they do make it right. It might take patience though. Our Model X immediately went into the shop for a 2 week vacation about 4 days after delivery for fixing "fit and finish" issues. Hang in there, it's worth it in the end.
 
Mar 25, 2013
631
566
Key West, FL
What Tesla needs to do, BEFORE letting the customers see their cars, is to send the vehicles straight from the factory to the local service centers to have them looked over. Might as well do that, since a lot of the cars get dropped off there anyways, by the customers. Lol.
 
  • Funny
Reactions: moridin2002

ceekz

Member
May 14, 2018
465
467
Sacramento, CA
How are you supposed to know that Tesla has an official delivery location in Roseville when the SC is in Rocklin? I would have made the same assumption while skimming an email that confirms delivery. A change in location should have triggered a phone call or text, just saying. I spoke to someone at the Rocklin SC on Sunday and they said they have rented 2 lots to warehouse cars for delivery, but didn't say they were delivering from those lots. I understand some of the home deliveries are similar- drop off by a newly-minted rep who checks a few boxes and jumps in to a Uber ride back to the mothership.

My delivery has been delayed and not rescheduled. Close enough to the 4th quarter now that I am happy to wait for the madness to simmer down and Tesla can get back into the business of customer service and then contact me to pick up my car.
 
  • Like
Reactions: moridin2002

ftlum

Member
Jul 31, 2010
119
91
The bad part about Tesla rushing the delivery process is that the experience leaves a bad taste in the mouth— the ‘wow’ factor that’s supposed to happen when you take ownership is lost. Returning to a longer period for the people to go over your questions and show you how things work would help. I had an o.k. delivery (via Rocklin too), but there was confusion on Tesla’s part and the car has enough small problems that I’m a little bummed about it. I’m definitely not as likely to recommend the Tesla experience to friends— at least until the delivery kinks are worked out and they step up the quality control. For a company that prides itself on word of mouth recommendedations, they’re really hurting themselves here. They’re lucky their customers are enthusiastic enough at the start, to absorb a bit of disappointment when it comes.
 
  • Love
Reactions: neroden

Products we're discussing on TMC...

About Us

Formed in 2006, Tesla Motors Club (TMC) was the first independent online Tesla community. Today it remains the largest and most dynamic community of Tesla enthusiasts. Learn more.

Do you value your experience at TMC? Consider becoming a Supporting Member of Tesla Motors Club. As a thank you for your contribution, you'll get nearly no ads in the Community and Groups sections. Additional perks are available depending on the level of contribution. Please visit the Account Upgrades page for more details.


SUPPORT TMC
Top